You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
A case for a new customer follows a different process than for a returning customer.
A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
All cases must be researched and resolved.
Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?

Question

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.

Team members must handle cases as follows:

A case for a new customer follows a different process than for a returning customer.

A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.

All cases must be researched and resolved.

Cases must be handled in a manner that is simple to maintain.

You need to ensure that all team members follow the same process for handling cases.

What should you do?

Mellisa Stroman · Accepted Answer

Create a business process now that branches.

Mellisa Stroman · Answer

Create two different forms and a business process flow for each type of customer.

Mellisa Stroman · Answer

Create a Power Automate now that branches.

Mellisa Stroman · Answer

Create two different queues for the different types of customers.

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